CX Measurement Is Hot, But It's Not What You Think It Is
Listen or Die author Sean McDade, PhD shares the definition of Voice of the Customer (VoC), and explains the significant...
Everyone Wants To Be Customer-Centric, But No One Knows What That Means
Listen or Die author Sean McDade, PhD explains the meaning of customer-centricity, and how organizations can leverage a Voice of...
ANNOUNCING Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold
I am thrilled to announce that my first book, Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold, will be available...
How to Leverage Your ISO 9001 Customer Satisfaction Survey to Build an Enduring Customer Experience Program
To comply with ISO 9001, businesses are required to run an annual customer satisfaction survey. The annual ISO survey is the ideal...
Key Findings from our Accounting & Tax Services Study [Infographic]
Accounting & Tax Services Providers: are you confident that your clients will stay? Our study shows that 40% of clients on the...
#CXSecrets: Use Your VoC Program to Quickly Answer Strategic Market Research Questions
PeopleMetrics Founder & CEO Sean McDade explores how market researchers are leveraging Voice of Customer programs to quickly...
Stop Losing Clients After Tax Season
Do you know if your clients were satisfied with their tax season experience? Collect client feedback to help your CPA firm attract...
#CXSecrets: Collecting Feedback IS a Touchpoint
PeopleMetrics Founder & CEO Sean McDade reminds CX leaders that collecting feedback from customers is a touchpoint in and of...
#CXSecrets: Don't Limit Feedback Opportunities
PeopleMetrics Founder & CEO Sean McDade advises companies to expand possibilities for customer feedback across multiple channels...